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UCAN is distressed at calls from relatives of AT&T customers trying to cancel service for deceased parents. And when we say "trying", that's exactly what is meant both literally and figuratively. Without the account passwords, cancellation of service for deceased persons is almost impossible. A FierceTelecom article written by Doug Mohney summed up the problem and provided two examples showing consumers in two states are not happy with these AT&T billing and cancellation practices that can be read by clicking on the link above.
Sons and daughters of AT&T customers have called UCAN to state that death certificates faxed to the company are not enough. In addition, callers are promised return calls that never happen. When relatives call the company again to see what else is needed to cancel an account and get credits, they are asked for passwords that no one knows. In some cases, relatives reported to UCAN that their parent(s) never had passwords and therefore, it would be impossible to provide them. FierceTelecom jokingly suggests putting all passwords into wills so accounts can be closed. It turns out that it can be a very frustrating hurdle that no one needs while dealing with grief and burial plans.
The only preventative measure UCAN can suggest is to make sure you are added to parents' accounts if they are ill or when you come to the realization that they may not be able to handle these account affairs on their own. Because my mom is now almost 87 and although still very aware and bright, her vision and hearing are both impaired. It was time to put myself on her accounts to protect her interests.
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AT&T even makes it hard to PAY someone elses bill
I live in a house owned by a man who is in Europe for 3 months on business. I agreed to pay his bills instead of going through the painstaking process of changing the name on the account with AT&T.
I tried several times to pay through the automated system, no success. I even got a recording that the system was only available from 7a - 9p ... why is a automated system closed ever????
When I finally reached someone, they WOULD NOT take my payment because I couldn't verify the 4 digit code nor did I know the owners "favorite singer". They absolutely would not allow me to make payment. I literally had to wait for the account to go into "collection status" so I could speak with a "collections agent" who DID take my money!
Sad that my roommates credit had to suffer, he is in Real Estate investing so this mark on his credit will result in real losses $$$ for him. All because AT&T doesn't have a way to ACCEPT payment from a person other than the one whose name is on the account.
AT&T...it's 2009.... GET WITH IT!!!! Every company would be smart enough to ACCEPT PAYMENT!!! idiots. I hate AT&T.
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